One of the reasons I love when people refund is that it gives companies a chance to show what they stand for. It also builds trust with the company when you actually get your money back when you’re unhappy.

AppSumo stands behind our lifetime return policy and responds quickly. Ideally we don’t have refunds since people are getting more than what they want but if we miss the mark, I want them to know they can count on us. Not the best first date but could be worse 😛

The internet MISSES out on what’s awesome about retail. People. Well, a good retail store or restaurant with well trained staff.

They get the chance to listen to the person, look them in the eye (this is related to trust) and respond accordingly.

7 responses to “How to Build Customer Relationships”

Awesome article…I agree with pretty much all of it and thought I’d add a comment about “value”

I truly believe that “value” is a biggie and one of the things that anyone can do whether they are selling a product or a service is to try and provide 10X the value of what your customer pays. It’s easier said than done but if you can deliver 10 times the value, good sh*t is going to happen.

Thanks for the link to usertesting, I hadn’t seen that before and will definitely be checking them out.

Seeing as how I’ve kept up with your Appsumo journey and even chatted with you live from the appsumo site in the early days (I’m sure you remember those days) I learned a few things from you in regards to this topic.

With my new project I’ve been personally reaching out to as many people that have signed up for my newsletter to get a better sense of what they are looking for from me and the web show I’m producing.

My auto responder accomplishes some of this but I still reach out to many of them thanking them for joining me in the journey as well as ask a few questions to gauge what it is they expect out of the show/emails so that I can better deliver content that is relevant.

It’s amazing how much it works. I never thought anyone would response and although I wish more people responded when I reached out I’ve still gotten some great feedback which has made certain decisions much easier.

I’ve even skyped a few to answer questions that were not easy to just answer via email.

Probably would have never thought to do that if it hadn’t been for me chatting with you via snap engage considering a deal on appsumo.

Great hustle man, it’s been exciting to see you grow and look forward to catching up soon!

First of all I would like to say excellent blog! I had a quick question in
which I’d like to ask if you do not mind. I was interested to find out how you center yourself and clear your thoughts before writing. I’ve had a tough time clearing my mind in getting my thoughts out
there. I do take pleasure in writing but it just seems like the first 10 to 15 minutes tend to be wasted simply just trying to figure out how to begin.
Any ideas or tips? Many thanks!